An assessment of egovernment applications: end-users' perception

Abstract

The basic purpose of eGovernment is to improve relationships between government and citizen, goverment and business and government agency and other government agencies which we regard them as end-users. Improvement is mainly in terms of delivering services to these end-users. Measuring the end-users perception on eGovernment applications is one of the important element in assessing eGovernment success. This paper discusses citizen, business community and other government agencies perception on six eGovernment applications namely eKhidmat, eLX, eFiling, eSILA, eSyariah and ePerolehan. We use a number of measurement criteria such as, system quality, information quality, security, usage and system's benefits adapted from DeLone and McLean and previous literature. Eventhough our finding indicates end-users give good mean score to the benefits of eGovernment but in general they give just above average mean score for system quality, information quality, security and usage. The results implied the urgent need to improve eGovernment application in terms of system quality, information quality, security and usage in order to improve long term end-users loyalty to the system.